Photoshop
Ngarukiye Nasser
Poznan,Wichrowe Wzgórze
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Customer Service Specialist
Euro Week Foundation
Bystrzyca Klodzka
03.2022 - 11.2022
- Managed over 60 customer calls per day regarding to complain complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Increased sales by 25% where applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
IT Support Specialist
Beehoops ltd
Kigali-Rwanda
02.2020 - 01.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Answered questions and provided information to customers about new software or hardware.
- Delivered onsite technical support for 40 employees
- Managed high levels of call flow and responded to over 60 technical support needs
Data Research Analyst
National Institute of Statistics of
Kigali
04.2018 - 09.2020
- Analyzed large datasets to identify trends and patterns in customer behaviors.
- Modeled predictions with feature selection algorithms.
- Devised and deployed predictive models using machine learning algorithms to drive business decisions.
- Applied loss functions and variance explanation techniques to compare performance metrics.
- Compiled, cleaned and manipulated data for proper handling.
- Developed polished visualizations to share results of data analyses.
- Analyzed large volume of data to identify patterns, trends and correlations
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights
- Managed over 50 customer email per day
IT Technician
Rwanda Development Board, RDB
Kigali-Rwanda
05.2014 - 03.2018
- Maintained office PCs, networks and mobile devices.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to over 30 support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured systems according to prescribed software and hardware frameworks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and computers
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms
Education
Master of Arts - Agri Food Economics and Trade
Poznan University of Life Science
UL.Wojska Polskigo, 606337, Poznan 09.2021 - 07.2023
Bachelor of Science - Information Technology, Software Engineering
Adventist University of Central Africa Auca.ac
Kigali-Rwanda 09.2014 - 10.2018
Diploma - Diploma in Airport Operation
University of Tourism Technology &Business Studies
Kigali 03.2013 - 05.2015
Skills
Maintenance and Repair
Software
Graphic Designer
Certification
Certificate of Business Consulting Program from Grow movement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Customer Service Specialist
Euro Week Foundation
03.2022 - 11.2022
Master of Arts - Agri Food Economics and Trade
Poznan University of Life Science
09.2021 - 07.2023
Certificate of Business Consulting Program from Grow movement
12-2020
Certificate of Social Enterprise program from Acts of Gratitude
05-2020
IT Support Specialist
Beehoops ltd
02.2020 - 01.2021
Data Research Analyst
National Institute of Statistics of
04.2018 - 09.2020
Bachelor of Science - Information Technology, Software Engineering
Adventist University of Central Africa Auca.ac
09.2014 - 10.2018
Certificate of Who is your customer from Massachusetts Institute of Technology MIT
09-2014
IT Technician
Rwanda Development Board, RDB
05.2014 - 03.2018
Diploma - Diploma in Airport Operation
University of Tourism Technology &Business Studies
03.2013 - 05.2015
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